FRONTLINE DATA LIMITED

Local Offer Online

Local Offer Online supports local authorities in providing a one-stop-shop where families can access special educational needs and disabilities (SEND) information and services.

Off-the-shelf, fully hosted and instantly deployable. Support local children, young people, and families, empower and engage with partners, meet statutory obligations, streamline processes, and reduce administration.

Features

• Website - Publicly available one-stop-shop of services and information
• Services - Publish/manage information about all services and partners
• Resources - Information/Document management with automated restrictions
• Comms - News, blogs, newsletters, forums, and messaging
• Training - Management, advertising, bookings, and CPD records
• Dedicated helpdesk and knowledge base to support you throughout
• Reporting through graphs and customisable dashboards
• Customisable website(s) and simple content management
• Secure solution with configurable access groups and roles
• Support for a broad range of partners and service providers

Benefits

• Offer a one-stop-shop to families in your local authority
• Launch your website almost instantly and build content over time
• Unify Services, Comms, Resources and Training in one platform
• Empower families and partners with the information they need
• Demonstrate funding impact through powerful reporting and dashboards
• Manage services, news, resources and training on any device
• Quickly understand and analyse customers and transactions
• Tailored user experience for the needs of families and partners
• Actively influence the system's evolution through development ideas and voting
• Membership to our nationwide local offer network

£17,500 to £40,000 a licence a year

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at finance@frontlinedata.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

651638692821722

Contact

Mike Goulding
03300245601
finance@frontlinedata.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned hardware/software maintenance will be conducted out of working hours, monthly, or as the need arises.
• System requirements: Modern Internet Browser (Chrome, Edge, Firefox, Safari, etc)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our target is to reply to all tickets within 30 minutes, during working hours. ; ; Tickets logged outside of working hours or at weekends will be actioned first thing the next working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: As standard for all tickets, and for all our clients, we aim to reply within 30 minutes and resolve any queries within an hour. ; ; This applies to general 'how do I?' type queries and reports of suspected errors/security incidents. Any identified errors are prioritised, and most problems have fixes published immediately, or that evening if any downtime is expected.; ; At the start of the contract, you will be introduced to the Customer Success Manager who will be with you all the way, and our experienced, in-house Customer Success team. You will always be talking to one of our team, whether through the helpdesk or at live/virtual training courses. We don't use automated responses or outsource our support to third-parties or international agencies.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: With over ten years of supporting and implementing SaaS (software as a Service) solutions across over eighty local authorities we have a thoroughly tried and tested onboarding process. The system can be made available within hours, and we have a customisable 'Launch plan' which includes client actions, our actions and training courses that will be rolled out during the first few weeks.; ; As part of the initial launch each client will have virtual training support with our Customer Success team. This aligns with the launch plan and will take you through all the necessary functions to prepare your central administrative team and service users for going live to your schools/customers.; ; This is backed up by numerous videos, attendance at live, weekly 'Community sessions' where you'll be able to talk with existing users, and a comprehensive knowledge base.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the end of the contact, we can provide a single copy of all client data, in raw form, through Microsoft Excel. Information can be delivered on USB memory sticks or through a secure FTP.
• End-of-contract process: Included in the contract price, we will provide a single copy of all client data, in raw form, through Microsoft Excel. Information can be delivered on USB memory sticks or through a secure FTP. Any other consultancy or migration support would be charged at an additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some of the report options, which are displayed in tabular/grid form, are limited on mobile devices, but all functionality is available regardless of the device or screen size.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Appointed system administrators are in control of the following customisation options. ; ; - Branding and colour scheme; - All images throughout (inc. 'alt' text); - Public website layout templates; - Service information pages; - Training brochure templates; - Service profile pages layout and styling; - Resource pages layout and styling; - News and Blogs layout and styling; - All email alerts (triggers and content); - Newsletter branding, content, and layout; - News roundups (automated emails); - Security options (password complexity, expiry, etc); - Primary website URL; - Direct URLs to Services, Training, News and Resources; - Homepages can be customised based on customer/role; - Dashboards for reporting with over fifty widgets.; ; Most customisation is done through the system, but image or PDF templates may require third party tools.

Scaling

• Independence of resources: Active monitoring and alerting are in place on the hosting platform. As required, and as usage grows, the hosting platform allows for almost instantaneous upgrades of the server specifications to accommodate the increased usage. The database/server has dedicated, industry leading, performance monitoring tools and alerts, which our database manager actively monitors, and plans query updates and performance tuning with the development team.

Analytics

• Service usage metrics: Yes
• Metrics types: Local Offer Online administrators can view real time dashboards and reports within the system. Google Analytics can also be embedded within the solution for the client to provide further detail and reporting.; The information available would cover: User logins, page views, record updates, purchases/transactions and more. Information is available 24/7 and exportable for further analysis.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Other
• Other data at rest protection approach: All user passwords are encrypted
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Microsoft Excel and PDF are common options through the system.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • HTML
  • XLSX
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • PDF

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Working with our hosting partners, the system will be live 99.9% of the time, excluding planned maintenance and updates. Our SLA will be tailored and aligned with the needs of the Local Authority.
• Approach to resilience: Continuity and resilience - Due to being hosted in a virtualised software environment, there is no reliance on any one unit of hardware. Applications can be moved and run from any unit if necessary, creating high data availability. Your data is protected and backed up as standard, allowing continuous, secure access and ensuring you don’t experience any downtime. ; ; Security and reliability - Our server hosting partners operate an ISO 9001 & ISO 27001-certified UK Tier 3+ data centre with the following features to ensure your data is held in the most secure environment possible: Full network monitoring, firewalls, Anti-virus protection, Generator backup, IP-CCTV, Fire suppression measures.; ; Our application is taken care of with 24/7 real-time monitoring, built in operational resilience, nightly backups of servers and comprehensive SLAs. Eliminate the risk of hardware failure or data loss with our automatic failover as standard.
• Outage reporting: A dedicated, separate 'Customer Success' website with email alerting for any reported incidents.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: System/support access is via a username and password.; ; Within the system the user belongs to an Access Group which controls the information they can see and the reports and functions available to them.; ; The Access Groups are completely controlled by the client and there can be any number of permutations to suit the organisation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Cloud Hosting is ISO 27001 certified
  • Cloud Hosting is ISO 9001 certified
  • Cloud Hosting is Cyber Essentials certified
  • Cloud Hosting is Cyber Essentials Plus certified

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Our server hosting environment/providers are certified to ISO 27001 and its security governance framework, policies and processes are developed in line with this standard. The server hosting security governance framework is managed by the dedicated Cyber and Information Security team. Our team are trained and aware of our obligations under data protection law as a data processor. Our management and development processes are built around this.
• Information security policies and processes: We ensure that our hosting environment/partner is ISO 27001 and ISO 9001 accredited and has appropriate policies and processes in place for information security and governance. Within our organisation the Technical Director, working closely with the Development Manager have responsibility for information security, data protection and governance. ; ; All staff are appropriately trained during induction and on at least an annual basis to ensure policies and procedures are well known. Data protection training is carried out by a separate organisation on an annual basis. Information security is a core part of all development projects and we have built in processes to verify and record compliance.; ; All policies are available to all staff through our intranet and within their employee handbooks. Any changes are communicated to the teams through regular meetings.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our ISO 27001 accredited server hosts have a specialist team of engineers based on-site at the data centre for 24/7 support and provide a fully managed service up to and including the operating system. Infrastructure, operating system, anti-virus, and back-up tools are managed and tracked through their lifetime with any potential security implications for updates being assessed. In addition to the hardware/software, Frontline Data’s development team manage all system changes through Microsoft’s DevOps platform and assess each update for any security impact. All updates go through a testing process that covers accessibility, security, and user acceptance testing.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We work closely with our server hosts to monitor threats, scan for vulnerabilities, and ensure the server operating system and other tools are maintained and patched regularly. Our server hosts coordinate and communicate patching and update schedules with our in-house team and confirm if/when critical updates need to be applied. This is provided as a core part of the server hosting service.; ; We are also members of the NCSC's Cyber Security Information Sharing Partnership (CiSP) to stay informed on new, emerging security issues, with any potential threats being assessed for severity by our Technical Director or hosting partners.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our server solution with our hosting partners is protected by a dedicated firewall with the network and operating systems further protected by Anti-virus scanning / monitoring, intrusion prevention and whitelisting. The dedicated, specialist team of engineers based on-site at the data centre for provide 24/7 support and monitoring. Our development team have also built automated alerting and monitoring tools into the solution allowing us to track and be alerted about any potential threats or incidents. Any incidents are immediately investigated and assessed by our development team and any necessary updates are planned with the Development Manager.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents may be reported from our server hosts monitoring tools, from in-house alerts or directly from users. Incidents can be logged by users through our dedicated helpdesk system which is picked up by our customer success team and responded to within 30 minutes. Depending on the nature of the incident this may be assessed, responded to, and closed, or escalated to our development team for further investigation, development, and system updates. All client incidents are alerted to the LA's central administrators, with the current status and response times available live through the helpdesk system.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  For over 10 years Frontline Data have been helping Local Authorities, Schools, Settings, and other organisations to reduce their carbon emissions and reduce waste.; ; The system can:; • Reduce the use of paper and other materials, as many administrative functions are carried out online; • Enable LAs to promote their own environmental and waste management services and policies; • Through the new eLearning Module, reduce the need for people to travel to venues to access training and support sessions, and other forms of visits and consultancy; ; As a company, we have also embraced online delivery, which was part in necessity due to Covid 19, but which has now become part of our practice. At times where we do travel to client sites, our policy is always to use public transport.
• Covid-19 recovery:

  Covid-19 recovery

  Frontline Data's systems have been instrumental in helping Local Authorities, Schools, and other sectors in managing the impacts of Covid 19.; ; At the start of the pandemic, we quickly developed a new eLearning Module which enabled Local Authorities to continue to provide training and support to schools and settings. As Covid 19 restrictions ease, this has been a catalyst for highly flexible blended learning programmes.; ; The communication tools within our systems were extremely effective in providing up-to-date reliable information and support to schools.; ; Our CRM Module is helping organisations manage post Covid 19 remote and flexible working arrangements.
• Tackling economic inequality:

  Tackling economic inequality

  Local Offer Online helps Local Authorities, Schools, Settings, Partners, and other organisations deliver and promote training and skills, closing skills gaps, and leading to recognised qualifications. The volume and breath of course content is wide ranging and covers topics in the education sector and beyond.; ; Over the last 15 years, Frontline Data have revolutionised Local Authority business to business trading. Initially in the education sector, but now beyond, the system has streamlined the process of trading, using modern e-commerce practices. Additional tools also help manage and monitor delivery and outcomes.; ; Our User Community, which is open to ever customer, works with us to develop the roadmap for our product. Through regular events (now online due to Covid 19) we engage openly and regularly with our customer base to ensure our products are fit for purpose now, and for the future.
• Equal opportunity:

  Equal opportunity

  Our system is designed to be accessible to everyone. Our team ensures that accessibility is at the heart of our development, and we actively work with our clients to ensure the content they deliver to their customers is available for all. We welcome and take on-board feedback. Our virtual meetings support automated real-time transcription and our pre-recorded training sessions have closed captions.; ; We strongly believe that everyone is welcome in our team. Our workforce is diverse across age, gender, and ethnicity, and we actively support the accessibility needs of our people. Across the business we regularly review our employment and pay policies to ensure they are representative and fair. Opportunities and progression within the team are open to everyone and are based on the individual's goals, skills, and contributions to the company.
• Wellbeing:

  Wellbeing

  Frontline Data are committed to their teams, actively supporting health and wellbeing through flexible working built around family life, home working, and comprehensive health insurance for our team and their families.; ; We understand that our team and our clients may work hours that best fit with their personal life. We support this and encourage meetings to be booked to accommodate everyone's needs.; ; We believe that we have built the largest Local Authority traded services community in the country, as well as having user groups for Governor services, ECT appropriate bodies, family hubs and local offer teams. We support and promote collaboration across our entire user base of other eighty LAs and provide weekly, live, networking opportunities through our complimentary 'Community Sessions'.

Pricing

• Price: £17,500 to £40,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at finance@frontlinedata.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.